Senior Customer Supprt/Operations Analyst

Provides new and existing customers with the best possible service in relation to billing inquiries, service requests, suggestions and complaints. Provides customer services relating to sales, sales promotions, installations and communications. Ensures that good customer relations are maintained, and customer claims and complaints are resolved fairly and effectively, and in accordance with the consumer laws. Develops organization-wide initiatives to proactively inform and educate customers. Develops improvement plans in response to customer surveys. Under general supervision, performs customer support of billing inquiries, service requests, sales support, system failures and capacity issues; fixes diagnoses and resolves moderately sophisticated escalated issues, working with the development team or sales team as vital. Under general supervision follows/analyses procedures for start-up and shutdown of internal customer support systems, recovery procedures, scheduling and backups. Under general supervision monitors issues with clients, exchanges, internal customers. Distributes information to customers/clients regarding new products or product updates or changes. Under general supervision follows standard procedures, coordinates and maintains client/customer data systems. Education Required: Bachelors degree required, comparable experience may be substituted Experience Required: At least 3 years